[Infographic] How to Ruin Your Business with Bad Customer Service

It’s easier to destroy something than to build it, which is why a seemingly simple mistake in customer service can ruin your business’s reputation. Don’t want to get on the bad side of your customers? Then avoid the following:

Slow responses

Speed is essential when dealing with customers, especially those with complaints. The longer it takes for you to reply, the angrier they get. And even those who weren’t upset, to begin with, will get impatient if you make them wait too long. Note that 77% of adults in the US feel that valuing their time is part of good customer service.

Broken promises

Companies keep their word only half the time, resulting in irate customers. Thus, don’t tarnish your brand’s reputation by making promises you can’t deliver on. Otherwise, people will lose their trust in you. For example, if you say shipping takes one to two calendar days, then ensure purchased items reach their buyers within that time frame. If you can’t fulfill that, set more realistic expectations.

Poor knowledge

Your customer service agents should be the experts, so “I don’t know” is not an acceptable response. Even if they don’t know the answer, they should tactfully frame their response like “I’ll look this up and get back to you.” Customers don’t like it when they know more than the agents.

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About Mike Gingerich

Author: Mike Gingerich, TabSite Co-Founder.
Facebook and Social Marketer. Part geek, part marketer, total social media junkie.
Mike is a writer and speaker, having presented at Social Media Week Lima, Social Media Camp (Canada) and more. He is a regular contributor to Social Media Examiner and Business2Community.
Mike is a marketing, social media, and internet enthusiast with 10+ years experience building apps, consulting, and training businesses with winning integrated web and Social Media Strategies. Mike loves deploying tactics to increase awareness, sales, and maximize ROI in both B2B and B2C markets via digital media.
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